1. Voice of the Customer Customer Satisfaction Survey - Quarter 2 2015/16 The Customer Satisfaction Survey Every quarter we ask a selection of hospital customers to complete a short satisfaction survey. The survey measures the level of satisfaction using a score of 1-10 (10 = totally satisfied). The percentage of high scores, the 9’s and 10’s, are reported to the NHSBT Executive and Board. This means that we see anything less than 9 as not meeting the standard we expect. Overall Satisfaction with NHSBT – score of 9 & 10/10 Customer Experience The chart shows the range of scores against each question in the survey. Whilst we aren’t getting the 9’s and 10’s we aspire to, the survey shows us that the majority of our customers believe we offer a good service with very low levels of dissatisfaction. I’m keen to ensure we deliver great service and meet your needs and those of your patients. Please email me if you would like to discuss any aspect of the services we provide or to let me know what further steps we can take to be easy to do business with. Chris Philips Head of Hospital Customer Service chris.philips@nhsbt.nhs.uk Transport NHSBT drivers are highly regarded and provide a friendly but professional service. For some hospitals our routine delivery schedule needs to change. Many customers rely on Ad-Hoc deliveries to minimise wastage of platelets. Ad hocs can be viewed as a high cost service by some customers though the benefits of GMP standards are valued. NHSBT Emergency deliveries are very well regarded. So what are we doing to make our services better…………………………… 1)We’ve launched a review of the delivery and sample collection service based on customer need and experience 2) we now offer more routines deliveries than ever before 3) we are working closely with our courier, TNT, to ensure they provide the same standard of service as our own drivers. Voice of the Customer and the Customer Satisfaction Survey are provided by Hospital Customer Services. Please contact your Customer Service Manager for further details. Hospital Services, Testing and Manufacturing Our range of components is well regarded but lack of availability can cause problems for hospitals and their patients. Hospital Services staff are often praised for their professionalism and customer care. OBOS is highly regarded and makes ordering components easy. So what are we doing to make our services better…………………………… Improvements include 1) improving supply to your hospital on time and in full 2) working closer with you to predict demand, especially at peak times 3) reviewing our manufacturing operations to ensure we deliver world class performance. 49% 73% 45% Component Quality and Range Component Ordering Component Availability Hospital Services Routine Delivery Ad-hoc Delivery Emergency Delivery 72% 76%63% 78% Diagnostic Services Our H&I crossmatch service for HLA/HPA platelets and the responsiveness of the team is well thought of. RCI receive many more compliments now than before and service improvements are being noticed. The overall RCI service delivers to a good standard, with 90% of customers showing a level of satisfaction, though this isn’t seen in the ‘top box’ score. So what are we doing to make our services better…………………………… Improvements include 1) ordering of selected platelets on OBOS being rolled out 2) implementation of local initiatives to improve turnaround times 3) established the extended working day as the norm. H&I 54% RCI referral 50% RCI test time 45% RCI report 46% RCI overall 56% 64%